Page 60 - Colorado Construction & Design Magazine - Spring 2023

Pathways
Internal Marketing | Leading with Solutions by Jaime Clark - GH Phipps
Collaboration and teamwork are essential in the built environment. Throughout the procurement process of the A/E/C workflow, professionals in their specialty
trades come together to generate, negotiate, refine, and deliver an exceptional product. If any one of the components–people, process,
or paperwork–is lacking, the entire project suffers. This wisdom is well- known in our industry and is the reason we take such care in selecting and developing our teams for this high-stakes transactional process.
As companies perform their expertise, they do so with their brand image in mind, communicating their values and beliefs to the outside world.
Productive Teams
Productive teams impact the bottom line, of course. More importantly, they are happier than less productive groups. Yes, more importantly. Happy workers are more likely to share ideas freely, support their colleagues, and put more energy into their work. They positively impact the business culture–and they live longer. This contagion of happiness spreads throughout the firm, and with higher retention rates, improved expertise, increased productivity, and extended years with the company, a happy
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employee equates to one of the most valuable assets a team can possess.
Where We Fail
According to a study by Tanner Learning Group, 79% of people quitting their job reported doing
so because they felt unappreciated. They were unhappy. A lack of respect and inclusivity in the workplace inevitably results in an unhealthy work environment. In this space, creative ideas–if generated at all–
are kept to oneself and loyalty is depreciated. These negative feelings will eventually lead to excessive stress and both mental and physical fatigue. Depression, anxiety, and burnout are key indicators of this type of toxic work culture.
Reviewing the Problem
“The road to success is paved with mistakes well handled.”–Daniel Coyle, The Culture Code: The Secrets of Highly Successful Groups
Getting it right every time is not the expectation. A well-planned, well-executed recovery, however, is the redeeming feature in these inevitable situations lacking in greatness. A common practice in the A/E/C industry is performing
a Plus Delta review following an important event, often in response to a pursuit lost to a competitor. This technique of retrospective feedback allows team members to openly discuss the performance of the team in their response to the Request
for Proposal (RFP) and interactions with the selection committee during the interview. All members of the team gather to share their insights, evaluating both the Plus (+) and Delta (Δ) of the experience. A Plus includes the positive aspects of the team or individual performance, while a Delta indicates an area
for improvement. This process is facilitated by one team member in charge of fostering a supportive tone during the discussion.
The high level of care is taken with a Plus Delta review because it helps the team grow and improve. In the situation of an employee lost to a competitor, what are the strategic next steps? The standardized tool for this dilemma seems to have fallen short. It is quite uncommon in our industry for firms to conduct an internal team review–or even discussion – following an employee resignation.
In the last week alone, two of my industry colleagues expressed
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